Customer Care

Generali Indonesia

Jakarta, Indonesia

Operations

Full-Time

5 - 10 tahun pengalaman

Tayang setahun yang laluDiperbarui 4 bulan yang lalu

Deskripsi pekerjaan

 Job Scope/Position Summary:
This position is responsible to provide service excellence for customers, by resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Main Responsibility:
Responsible to handle or provide service to Agents’ inquiries through email, phone and walk-in
Response to Agent inquiries according to regulations and product specifications 
Response to Agent’s complaints according to Complaint Policy and Procedures by analyzing the complaints received and determining the resolution of the problem.
Provide an explanation to Agent inquiries. Responsible to follow up customer’s case to relevant departments in order to solve the case
Record all of Agents activities, such as …. in CRM (Customer Relationship Management) 
Response to Agent email within 1x24 hours, for every email received before 4PM 
Responsible to prescreen every document submission received from Agent related Policy Alteration and Claim. Also responsible to analyze and make decision on whether the documents can be sent to relevant departments for further process. 
Responsible to handle Emergency 24 hour’s mobile phone based on the schedule. Also responsible to analyze the demand for hospital treatment and make a decision on the guarantee according to Policy provision
Responsible to maintain SLA inbound process and complaint handling

Requirement:
Education: Bachelor’s Degree (S-1) from any major
Experience: 5 years’ experience in the same role and having experience in life insurance industry 
Technical Skills:
 Hard Skill:
Intermediate MS Office
Basic English
Intermediate Administrative Support

Soft Skill:
Advanced Communication skills (Written & Verbal)
Intermediate Interpersonal Skill
Advanced Customer Focus
Intermediate Team Work

Behavioral Skills
Passion for Excellence
Drive for Success
Shape the Industry
Value for Customer
Nurture Our People

Skills wajib

Customer Service

Customer Relations

Customer Satisfaction

Customer Support

Customer Experience

Customer Relationship

Generali Indonesia

PT Asuransi Jiwa Generali Indonesia (Generali Indonesia) operates in Indonesia since year 2009. We are a subsidiary of the Generali Group; the Group was established in 1831, Trieste, Italy as one of Europe’s largest insurance providers and the European biggest life insurer.
The Company clearly has a defined business strategy: to focus on multi-distribution channels, to establish long-term mutual partnerships with financial and mass market distribution institutions, to provide innovative solutions and value added service to customers and to become a significant player in life and investment insurance industry in Indonesia.    
With such strategy, Generali Indonesia has quickly emerged, leveraging the Group global network and expertise in insurance global and local client relationships, and developing the required technology and corporate infrastructure necessary for future expansion. 

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